Frequently Asked Questions
This is the first time I’ve heard about YakoCasino. Could you tell me more?
YakoCasino was founded by a group of casino enthusiasts with a simple mission: to breathe new life, colour and fun into the world of virtual casino entertainment. We have set out on this journey to give players what they want and deserve – an unparalleled level of personalisation and a casino experience like no other. For more information about who we are and what we believe in, please refer to the About Us section of our website.
How do I create my YakoCasino Account?
Starting your adventure at YakoCasino is easy! Click on ‘Sign Up’ and complete your registration, verify your email address and voila, you’re done! We’ll also have a welcome bonus waiting right after your first deposit!
I’m having problems creating an account. What’s wrong?
Look closer, we’ve strategically placed most of our error messages around for you to identify the issue straight away! Sometimes however the goblins that live deep inside the internet play tricks on us – if you’re still experiencing difficulties feel free to get in touch with one of our Customer Experience paladins who will definitely sort it out!
Am I allowed to play from my country?
Unless you’re planning on breaking all the rules, we accept players from most countries. Please get in touch with our Customer Experience team if you are experiencing difficulties logging in from a particular country or jurisdiction.
I’m trying to register a YakoCasino account but it says my email address is already in use.
Maybe you already have an account. Please don’t open another one with a different email address – you’re only allowed to have one account. If you contact us by phone, we’ll be able to check this and provide you with all information you need to start playing with YakoCasino.
Can I have more than one account with YakoCasino?
No – every person can have only one account at YakoCasino. Two (or more) people in the same house can have their own, personal accounts but the bonuses available to them might be restricted.
Can I open an account on behalf of someone else?
No, you can’t open a YakoCasino account for someone else. An account should only ever be opened or accessed by the account holder.
Do I need to create an account to play your games?
In order to give you the personalised casino experience you truly deserve we need to get to know you better. By opening an account you agree to abide by our rules and regulations whilst giving us the opportunity to improve your experience as a whole.
Is there a minimum age requirement?
Casino games are for adults. Therefore, you need to be over 18 to register an account at YakoCasino.
I'd like to speak to Support - can you get me in touch?
Our Customer Experience lads would love to hear from you. Feel free to get in touch via email on firstname.lastname@example.org, phone or Live Chat.
Are my personal details safe at YakoCasino?
Your safety is our topmost priority. For this reason, your personal details are encrypted by our 128-bit SSL (Secure Sockets Layer) and sent only once over the internet. They are then stored encrypted in our secure systems which are regularly tested by third-party security experts. We comply with the high standards of the Payment Card Industries Data Security Standard (PCI-DSS) and the European Gaming and Betting Association. We guarantee that we’ll never share your personal details without your approval, unless we’re required to do so by law or in the case of rule violation.
Where’s my address verification email?
It can happen to the best of us! Double check your email address and request a second copy to be whizzed right out by clicking on the ‘Resend Email’ link. Some email providers take extra precautions and might have slid our email into your Junk folder – take a look in there and let them know that we’re nice guys!
How do I log into my account?
You can log into YakoCasino with your email address and password. Please give one of our Customer Experience Agents a shout if you’ve forgotten your registered email address – or are experiencing any difficulties logging in. If you’ve forgotten your password, then please head right back to the login page, select ‘Forgot password?’ and enter the email address you used to register your YakoCasino account. We’ll send you an email with a secret link to change your password. If you don’t get the email, please take a look at your junk mail folder!
How do I change my registered email address?
Just like everything else in life, email addresses come and go – so yes, of course you can change it. Please access the ‘Change Email’ tab found in My Account and follow the simple instructions there – piece of cake!
I’ve noticed some incorrect personal details. Can I edit them?
Yes of course! YakoCasino is all about you and we wouldn’t want to be referring to you wrongly at any stage! Log in and go to ‘My account’. Click on ‘View/edit details’ to update any details that may have changed. However, if you have moved to a new country or changed name, you need to contact us and our customer support ninjas will be more than happy to help you out!
Why can’t I sign in to my account?
First of all you need to double check that you’re inputting all the correct details associated to your YakoCasino account, and that the Caps Lock is turned off on your keyboard (passwords are case sensitive!) If everything appears to be in order yet you still are unable to login, we suggest requesting a password reset by following the the ‘Forgot Password’ link beneath your login details. If this doesn’t work out either, please get in touch with one of our Customer Experience Agents and they’ll take it from there.
SOS! I’ve forgotten my password! What now?
Head right back to the login page, select ‘Forgot password?’ and enter the email address you used to register your YakoCasino account. We’ll send you an email with a secret link to change your password to something more memorable right away! If you don’t get the email it might have got trapped – please take a look at your junk mail folder!
How can I subscribe to your mailing list?
If you want to start receiving our special offer emails just click on ‘Edit preferences’ on your ‘My Account’ page. You can also unsubscribe from our emails by following the same process.
Where can I take a look at my account history?
Once you’ve logged in to YakoCasino all of your personal stuff is safely secured in the My Account menu. Here you will find an overview of all that’s been going on in your casino from status, to credit and bonuses.
How do I stop promotions and newsletters from reaching me by email?
Your wish is our command! Click on the ‘My Profile’ tab under ‘My Account’ and turn your promotions and newsletter email subscription on or off from here.
Why has my account been blocked?
If you’ve entered your password incorrectly more than three times, YakoCasino blocks your account automatically for security reasons. If this sounds anything like you, then get in touch with one of our Customer Experience Agents and they’ll get right on it.
I still have other questions about my YakoCasino account. Who should I contact?
Our Customer Support ninjas are always on standby for any request you might have. They have been trained to assist you with any questions or clarifications you may have. Go ahead, get in touch!
Payments / Deposits
How do I make a deposit at YakoCasino?
First of all, you need to be logged in. Select the ‘Deposit’ button, then select your preferred payment method and follow the instructions given there. At YakoCasino you can deposit using all major credit cards, bank transfers, Skrill, Entropay or Neteller. Please note that some of these deposit methods may vary depending on where you live and which currency you prefer.
Which deposit methods can I use at YakoCasino?
We accept a large range of deposit methods that range from credit and debit cards to bank transfers and e-wallets. Take a look at our Deposit page and browse through the various options there. Please keep in mind that payment methods may vary depending on where you live and what currency you prefer. If your preferred payment method isn't listed please get in touch with our Customer Experience team or use the feedback form available on our site.
Which credit/ debit cards do you accept?
We accept all major credit and debit cards in all operating markets.
Are there any hidden fees when processing payments to my YakoCasino account?
Absolutely not! YakoCasino never charges any additional fees when depositing funds to your account unless otherwise specified on your Deposit page.
How long will it take for funds to be deposited to My Account?
All deposits, with the exception of bank transfers, are instantly credited to your YakoCasino account. Bank transfers on the other hand may take up to a couple of business days as they need to be processed by your bank before your funds reach us. Once these are received they will be immediately transferred to your account.
Where can I see my available balance?
All you need to do is to log in to your account and take a quick look at the top of your screen, right next to the Deposit button – easy peasy!
Why hasn't my deposit been successful?
Every payment method and provider carries different waiting periods so that’s the first thing we’d like you to look into. If enough time has passed and your money still hasn’t reached your account, please take a screenshot as proof of payment and get in touch with our Customer Experience team. If an online receipt isn’t available, we'll need you to take a photo of your deposit receipt and send this over for verification. In this case, we’ll require the image to show deposit, reference number, account number, time and date of deposit as well as your name and deposit method. Once you’ve captured all of the above in a photograph, we’d like you to email it out to our Customer Experience team on email@example.com, making reference to a missing deposit in the Subject line.
My deposit didn’t go through/ was declined/rejected. What’s wrong?
There are few possible reasons why this may have happened. First of all, please take a look at all the information you’ve just inputted and double check to ensure that all details were filled out correctly. Here are a few considerations you might like to make:
Are all the numbers in your account number correct?
Does the credit card correspond to the one you have selected?
Have you wandered off to the withdrawals page by mistake?
Are the CVV2/CVC2 security details you entered correct?
If you’ve gone through all that and you’re sure your card is sufficiently funded, it could very well be that your credit card issuer has issued a rule that won’t allow direct deposits to online gaming sites. In this case, we suggest contacting your bank or card provider for further assistance or attempting a deposit through an alternative payment method. On occasion, if you attempt to deposit a second time before your most recent deposit has been processed, it may contribute towards your 24-hour and weekly deposit limit and might cause a deposit problem. If there is anything we can do from our end, our Customer Experience ninjas are always willing to help.
Is there any way to set fixed deposit limits?
Sure thing, chicken wing! Daily, weekly and monthly deposit limits may all be set through the My Account menu once you’ve logged in. These limits may be amended at any time through this same section.
Can I use my card to deposit funds to a friend’s account?
This is deemed to be a third party transaction and unfortunately, is never allowed under any circumstances.
I still have other questions about deposits. Who should I contact?
Our Customer Support rangers are always on standby for any request you might have. They have been trained to assist you with any questions or clarifications you may have. Go ahead, get in touch!
Withdrawals / Payouts
How can I withdraw funds from my YakoCasino account?
Click on the ‘Withdraw’ button on the ‘My Account’ menu, select your preferred withdrawal option and then proceed in following the onscreen instructions. The minimum amount that you can withdraw is €10.
Which withdrawal methods may I use?
You are able to withdraw funds from your YakoCasino account using the same method used in your last deposit. Also, keep in mind that payment approvals vary from one provider to another.
Is there a withdrawal limit?
The minimum amount that can be withdrawn is €10 or its equivalent in other currencies.
What are BIC, SWIFT and IBAN?
Tricky things these banks are! A SWIFT code is a standard format of Bank Identifier Codes (BIC) and it is a unique identification code for a particular bank. You’ll generally be able to find the BIC or SWIFT code for your bank or branch on your bank statement, via internet banking or by contacting your bank directly. The International Bank Account Number (IBAN) is an international standard for identifying bank accounts. Your personal IBAN number can be usually be found on your bank statement or via internet banking. This IBAN number starts with your county code followed by letters and numbers. The last string of numbers usually represents your full bank account number.
How long will it take to process my withdrawal?
The usual lapse of time for a withdrawal to be processed is as follows:
Withdrawal Method - Time Lapse Required
Credit / Debit Cards - 3 to 4 Working Days
Online Bank Transfer - N/A
E-Wallets - Instant
PrePaid Cards - N/A
Bank Transfers - 3 to 4 Working Days
Do I have to pay taxes on my winnings?
You are solely responsible for reporting and accounting for any taxes applicable under relevant laws for any winnings you receive from us.
I’ve changed my mind about withdrawing. Any chance I can cancel my request?
If your withdrawal hasn’t already been processed by your payment provider then you can cancel your request by logging in and accessing your Pending Withdrawals found within My Account and cancelling any withdrawal from there. These funds will be directly transferred right back to your YakoCasino account to get you straight back in the game!
I will be submitting my cashout request from a country other than the one registered in my YakoCasino account. Is there anything I should do?
YakoCasino will only pay out to the registered accounts banking details or methods active on the account.
I can’t withdraw money. Can you help?
Of course we can. First of all, please take a look and double-check all of the information you entered. As with everything else in life the possibilities are endless, but here are a couple of options that come to mind. Before we even start – are you sure that you’re on the withdrawals and not on the deposits page? Happens to the best of us! If that’s not the case, you might want to go through bank details again to make sure that they've been entered correctly and that they belong to you. Also, please check whether you have an active bonus that requires wagering before withdrawal; be careful not to miss out on your bonus money! And finally, if everything looks as it should then please try to reload the page or try a different browser. If you still can’t manage, give our Customer Experience team a shout!
Can I withdraw to someone else’s bank account?
No unfortunately, to protect your security you can only withdraw money to your own account. If your account details do not match the ones we have on record for you, then your withdrawal may be cancelled, delayed, or even go missing. If your withdrawal actually does go missing, we would do everything in our power to help you get it back, but we can’t be responsible for paying out to the wrong account based on the details you’ve provided. Please make sure you have entered all of the correct details before requesting a withdrawal.
Can I change the currency of my account?
Unfortunately it is not possible to change the currency on your account. If for some reason the currency set on your account is affecting your player experience, please get in touch with our customer support ninjas who may be at your assistance.
Can I make a deposit or withdraw money using my mobile phone?
Yes you can! Our system works the same way in all the platforms – is it a mobile, computer, tablet or phablet - it’s the same amazing YakoExperience coming your way!
I still have other questions about withdrawals. Who should I contact?
Our Customer Experience Agents are always on standby for any request you might have. They have been trained to assist you with any questions or clarifications you may have. Go ahead, get in touch!
Bonuses and Free Spins
Did you say Bonus? What’s that?
Bonuses can be described as extra money we’ve added to your account to give you a better chance at winning big! Bonuses vary from time to time and you must wager the bonus money before you are able to withdraw it.
How do I claim my Welcome Bonus?
Whilst making your first deposit at YakoCasino you will be asked to choose a preferred welcome bonus. As soon as we get the green light from your payment provider the extra funds and/or free spins will be automatically added to your account. It’s always helpful to keep Promotion restrictions in mind – should you require further clarification please do not hesitate to get in touch with one of our Customer Experience Agents.
What are my Welcome Bonus options?
In order to make your stay at YakoCasino even better, we’re offering the following welcome bonus upon your first deposit as follows:
100% up to €222/$333/2222kr + 222 free spins
Read more about our Welcome Bonushere
Are there any other bonuses available?
You can find all of YakoCasino’s bonus and promotions details in the Bonus section of My Account. Apart from the Welcome Bonus that will be added to your account after making your first deposit there will be plenty of other opportunities so keep your eyes peeled! Make sure all of your subscriptions are turned on and keep an eye out for any offers that may reach you via email or SMS to help you make the best out of YOUR casino experience!
What does “wagering requirement” mean?
This refers to how many times you need to bet your bonus money before it is converted into actual funds.
Is there a wagering limit when it comes to bonuses?
Before you are able to withdraw any bonus money this needs to be wagered. All bonuses at YakoCasino need to be wagered 35 times (deposit + bonus). Of course, being YOUR casino you are allowed to withdraw funds before having fulfilled the minimum wagering requirement, but that also means you’ll be forfeiting any bonus money you might have won until then – as the age old saying goes; good things come to those who wait!
How many bonuses have I received to date?
Bonuses make the world a happier place! Access your YakoCasino history by accessing My Account and selecting My Transactions to see all bonuses received.
Why has my promotion been declined?
Due to legal requirements found within our terms and conditions we are not always able to provide promotions within certain jurisdictions. Feel free to get in touch with one of our Customer Experience Agents should you require further information in this regard.
How can I cancel a Deposit Bonus?
If you've selected a Deposit Bonus but are having second thoughts and would like to cancel your progress, all you need to do is access the ‘Active Bonuses’ section in ‘My Account’ and click on ‘Cancel your bonus’ after having logged in. Please be aware that once this is done there’s no turning back and you won’t be able to recover your progress at a later stage.
What are free spins?
Free spins (or free rounds) are little tokens of fun that will allow you to play on a casino game for free for a specified number of spins or rounds. To make this even more exciting, your chances of winning whilst using a free spin are exactly the same as when you play through your regular account! Any winnings achieved using free spins will be converted to bonus money and added to your account with a wagering requirement of 35 times the bonus amount.
How can I activate free spins?
Free spins will be added automatically to your account according to the terms and conditions specified for each particular bonus and will be made available at your next login – let’s get this party started!
How much of my bonus is left to wager?
On your withdrawals page you will see if there is any bonus money that requires wagering as well as a set of handy instructions should you decide to cancel your bonus and go ahead with a withdrawal. We will also let you know how much of your current balance is actual bonus money and how much you have to wager before you are able to withdraw your bonus money.
Why didn’t I get my free spins?
Free spins are only available for a limited time and will expire if they are not used. Think of them as little tokens of fun that will eventually wilt if left unattended. For specific details please refer to our bonus terms and conditions to confirm their expiry date.
I still have other questions about bonuses. Who should I contact?
Our Customer Experience team is always on standby for any request you might have. They have been trained to assist you with any questions or clarifications that you may have. Go ahead, get in touch!
Does it cost money to use YakoCasino on my mobile?
Nope, no charges from our end – and that’s a promise. Your network provider, on the other hand, might charge you for the data service or roaming fees if you happen to be playing whilst abroad.
Can I play casino games on my mobile?
But of course! All you need is an Android or iPhone and you’re pretty much ready to go. It is important for you to log in and have available funds in your account as you will not be able to play for fun from your phone.
Should someone call to wish you a nice day, or the connection drops for any other reason while you are playing, simply reopen the game and you should be able to continue playing from the exact point where you were interrupted. Any winnings will be added to your account and you can keep track of what’s been going on by accessing your YakoCasino history in the ‘My Account’ section of the site.
Does the website work with Mac, Chromebook, Android, iOS etc.?
YakoCasino is YOUR casino and that’s why we’ve made sure it operates smoothly on all major operating systems and browsers to make sure you can truly have it your way. However, certain games provided by third party gaming partners may not be available for all platforms. We are currently working on these issues, but unfortunately some things are simply out of our control.
Please feel free to get in touch with our Customer Experience Agents should you experience any problems logging in to YakoCasino.
What if I lose my mobile phone?
We figured that if this had to happen, you probably have enough to worry about! For this reason your YakoCasino account is password protected and should not allow access to third parties. We suggest resetting your password during your next login just to be doubly safe.
What are cookies and what do they do?Cookies are small text files, stored in a browser's directory. Cookies can be used to:
- help a website work more efficiently (by remembering what items or pages were last looked at)
- allow the visitor to perform certain tasks (such as storing items in a shopping basket or logging into a restricted area)
- provide information to the website owner about how visitors use and navigate the website
The game doesn’t start when I click on the linkIn order for YakoCasino games to load you need to have Java installed on your machine. You can download Java here. Also, please make sure that you have the latest version of Flash installed; this can be downloaded from here. If you still can’t play, please try the following:
- Erase your cookies and temporary internet files
- Run a virus scanner to ensure that your computer is in the clear
- Run a spyware detector program to ensure that any Trojans or destructive programs are removed
- Close all other programs running in the background.
What do I do if the slots keep spinning?
If the reels keep spinning for a longer time than usual this normally indicates a connection error. In this case it is likely that the slot is waiting for a response from the server which has been delayed due to connectivity, or could be a sign that you have lost your connection altogether.
How do I clear my browser cache?This majorly depends on your browser. We’ve prepared a handy guide to get this done in the easiest way possible:
- Google Chrome – Check your settings in the top right corner, access your Advanced settings and then click on Privacy and Clear Browser Data.
- Safari – Access your Safari settings on the top right hand corner, then click on Preferences, Privacy and Remove all Website Data – just in that order.
- Firefox – Open the Menu in the top right hand corner and access the Options tab. Click on Privacy and select Clear Your Recent History.
- Internet Explorer – Your tools menu is found on the top right hand corner, click on Internet options, General and then access the Browsing History tab.
- Opera – Opera stores visited pages both in your computer’s memory as well as on your hard disk making them readily available even after you restart your machine. To change these cache settings follow the following path: Settings > Preferences > Advanced > History > Disk Cache > Empty Cache > Empty Now – sounds harder than it actually is, go ahead and give it a try!
- Android - Please check out WikiHow to learn how to clear your cache from here
- iPhone and iPad, please refer to these instructions at WikiHow here
It says my Flash is outdated. What is Flash and what do I do now?
Flash is a programming software used to display animated content on websites. It's used on the majority of web pages in the world with interactive content and most of our games require Flash in order to be accessed. Adobe Flash software is free and can be downloaded from their official website found here: Please keep in mind that if you use the Google Chrome web browser then you will never need to update or install Flash as it's already been built in the web browser itself. What software do I need - to play at the casino? Our online casino requires the latest versions of Java and Adobe Flash in order for you to enjoy all our games. If you experience problems with a specific game or the casino in general it’s a good idea to ensure you have both programmes up to date. To download or update Java, please click here To download or update Flash, please click here
How do I take a screenshot?Screenshots are photos of your current screen. Let’s think of this as taking an actual photo of your computer screen without using a camera. These images can be really handy, especially when trying to explain what’s been going on to our Customer Experience team, and can be easily saved as an image on your computer and attached in an email. Here’s how to do that:
1. Ensure that your current screen view is the one you would like to capture an image of.
2. Press the ‘Print Screen’ button on your keyboard, which is generally found on the right-hand side.
3. Open a program such as ‘Paint’ or ‘Word’ and Paste the image.
4. Save the file onto your Desktop for quick reference later on.
1. Ensure that your current screen view is the one you’d like to capture an image of.
2. Press Shift + CMD + 4 and then press the space bar – a camera will appear. Take a snapshot of the current window using your mouse. This image will be saved onto your desktop indicating current date and time.
Taking a screenshot with Chromebook is really easy! Just press the CTRL and the ‘Book icon’ buttons at the same time.
iPhone, iPad or iPod Touch
Press and hold the Sleep/Wake button on the top or side of your device and immediately press and release the Home button. Your screen shot will be saved to your Photos app or Camera Roll.
On most Android phones, you can take a screenshot by holding down the Sleep/wake button and the home button simultaneously until the screen flashes, however mobile phones vary from one brand and model to another so it’s always a good idea to take a look at your instruction manual if this doesn’t seem to work.
- Windows Phone
To take a screenshot on a Windows Phone device running 8.1 or above, press the power button and volume-up key at the same time.
Everything’s slowed down! What are the minimum system requirements at YakoCasino?
Older browsers tend to offer a weaker performance. Take a look and make sure that your browser is up to date, and that you have the latest version of Flash installed. Next step is to check your internet connection. Make sure that your WiFi is turned on and operating as normal. If the problem persists you might like to close any background programs or downloads that might be draining your bandwidth.
My game’s slowed down – what’s up buttercup?
If we had to take a wild guess, this issue is generally caused due to the fact that the memory on your computer has reached its processing power limit. To ease this, please close any other programs that might be running in the background and eating away at your processing power. We also suggest closing and reopening your web browser before attempting to load the game once again. Additionally, we recommend deleting cookies, cache and browsing history from your browser. To learn how to do this, please check out: How do I clear my browser cache? found above.
Help! My game’s got stuck half way through! What can I do?
As frustrating as this may be, please keep calm. If this should ever occur, or your connection happens to drop halfway through gameplay, please put your mind at rest that our system will start you off at the very same point at which you left off next time round. Whether it’s in ten minutes, or in ten days’ time, our servers have been programmed to keep track of your activity so that’s one headache out of the way. As for your winnings; they’ll be paid right out to your account as usual of course!
What happens if my connection is lost while playing one of your casino games?
Absolutely nothing – how great is that?! All of your data is safely stored here at YakoCasino, as are all records of your winnings, so you’ve got absolutely nothing to worry about. The game will continue exactly where you left off next time you log in and reload the game. Any spinning slots will finish off their round, even if the connection is terminated.
I’ve just received a technical error I don’t understand. What now?
Please take a screenshot of your current screen and get in touch with one of our Customer Experience whiz kids. If you require help taking a screenshot, please refer to: How do I take a screenshot? above.
Why won’t my game load?
This may indicate that you’ve lost connection to the server somewhere along the way. Please check your internet connection and ensure that your WiFi is working properly. Sometimes you might even have to close your browser and reloading the page from scratch for the game to load successfully. If the problem persists please contact one of our Customer Experience dudes.
My screen is blank – could anyone help?
Oh my, that’s definitely not supposed to happen! Please get in touch with one of our Customer Experience ninjas on firstname.lastname@example.org or make use of the Live Chat available below. In this case, it would be really, really helpful if you could provide us with a screenshot of your current – blank – situation!
My game screen just turned off – It’s so dark; is there anybody home?
First things first, please log out and log back in – this generally tends to solve most issues. If the situation persists, please make sure that you have the latest version of Flash installed both on your computer or laptop, or Android mobile device. You can find the latest version of Flash right here Additionally, we recommend deleting cookies, cache and browsing history from your browser. To learn how to do this, please check out: How do I clear my browser cache? found above. And if all else fails, our Customer Experience dudes are always just an email or chat away – get in touch and they’ll get right onto it in a flash – no pun intended!
My game was interrupted during free spins, where can I see the results?
Please log out and back in – remaining free spins should be right there when you open the game next time round. If that doesn’t appear to be of much help, please make sure that you have the latest version of Flash installed both on your computer or laptop, or Android mobile device. You can find the latest version of Flash right here Additionally, we recommend deleting cookies, cache and browsing history from your browser. To learn how to do this, please check out: How do I clear my browser cache? found above. And of course, if none of the above solves the issue please give our Customer Experience dudes a shout and they’ll take a look at what’s been going on and sort it all out.
I lost connection, and can't load the game againFirst things first – please check your internet connection. We’ve put the following guide together to make things that little bit easier for you:
- Get closer to your router if your signal appears to be particularly weak.
- Check that all cables and wires in and out of your modem, router and the wall are OK.
- Turn off your computer and restart both your modem and your router.
Oh dear! My game keeps crashing! SOS!First things first: please check your internet connection. We’ve put the following guide together to make things that little bit easier for you:
- Get closer to your router if your signal appears to be particularly weak.
- Check that all cables and wires in and out of your modem, router and the wall are OK.
- Turn off your computer and restart both your modem and your router.
What happens if I lose my connection while playing Live Casino?
If you were playing Roulette then your last bet won’t be accepted and no money will leave your account. In the case of Blackjack, you’ll automatically stand when it’s your turn. If the dealer goes bust, or has a lower value than your original two cards, then it must really be your lucky day as you’ll still win the round! Keep in mind that a good broadband internet connection is really important for all live games. In order to maximise your connection, we recommend not streaming any other content while you play.
The game’s freezing up and displaying error messages – is it really the end?
Of course not – however there could be a number of reasons as to why this is going on:
1. Your internet connection might have been disrupted. In this case, please whiz right back to the casino lobby and access your game once again from there.
2. Outdated or corrupted files may be hanging around your browser cache – go ahead and empty it out.
3. You were timed out from the casino – please log in again.
4. Your browser appears to be acting up. We recommend closing all browser windows and restarting it.
5. If the problem persists please get in touch with one of our Customer Experience dudes and they’ll get right onto it.
I’m receiving an error message stating that my graphic card is not supported – what does that mean?
Many games can be quite demanding in terms of graphics. For this reason please ensure that you have the latest version of Adobe Flash Player installed on your computer. You can download or update the latest version right here. If this error persists, even after you’ve upgraded Flash, then this probably means that your computer’s graphics card needs to be updated.
How can I turn off the sound?
There’s a little button with the speaker logo on all of our games. This is generally found on the lower right or left corners. Click on this icon to turn off the sound.
Game colours look weird – any chance of editing them?
Most likely, this is caused by your monitor settings. Please check your monitor to adjust colour contrast and brightness. If the colours seem to warp only on our games, please make sure that both your web browser and Flash are up to date.
I’ve come across a critical bug in one of your games. How can I report this?
We are always looking into giving the best possible casino experience here at YakoCasino. If you’ve come across any particular issue then we’d love to hear all about it and get right onto it. Please forward any reports you may have, including any screenshots wherever applicable via email on email@example.com or get in touch with one of our Customer Experience Agents via phone or chat.
I still have other technical questions. Who should I contact?
Our Customer Support ninjas are always on standby for any request you might have. They have been trained to assist you with any questions or clarifications that you may have. Go ahead, get in touch!
Safety and Security
How do I know my money is safe at YakoCasino?
The Gaming Authority swoops in regularly to make sure that we cover all of our players’ account balances in a separate account with our local bankers. In this way, your funds are always in bubble wrap and set aside from the rest of our company funds and accounts. This of course implies that your funds are safe and always ready for withdrawal.
Is my personal and account information safe?
Yes it is – cross our hearts and hope to die! YakoCasino will never and cannot share any personal or account details with any third parties.
Why do my deposit and withdrawal methods need to be the same?
Due to the several anti-money laundering regulations in place, as well as your added security, all withdrawals must be carried out by using the same payment method used during your deposit.
Why do you sometimes request documents to be sent to you?
We understand that this can be a hassle but according to the rules defined in our gaming license, as well as to avoid any possible fraud, we have to check we are dealing with the correct person and that the credit card details belong to the right person.
I’d like to take a break. Can I self-exclude?
Responsible gaming is very important to us here at YakoCasino, and for this reason we’ve made sure that you’re able to self-exclude at any time, for as long as you’d like. Once you’ve made up your mind we’ll log you out and you’ll only able to log back in after your preferred expiry period. If, on the other hand, you’d like to leave us permanently, please get in touch with our Customer Experience team and they’ll guide you through it.
I’ve had enough of self-exclusion. Can I cancel it?
In order to make your experience at YakoCasino as safe as possible, unfortunately your self-exclusion period cannot be terminated until its effective expiry date. Please keep in mind that our Customer Experience ninjas – regardless of how sharp, bright and quick they may be - are also unable to revoke this request.
While I am self-excluded, can I open and use another account?
Nice try, but we’re one step ahead buddy - you are only allowed to have one YakoCasino account at any time.
What happens to the money in my account during the self-exclusion?
Your funds remain in your account throughout the self-exclusion period. If the account balance exceeds €15 you can contact us to request a manual withdrawal.
I’ve changed my deposit limit, why does it still show the same amount?
Such changes will take up to seven (7) days to kick into action.
Can I change my deposit limit at any time?
Well, now this depends. In the case of decreasing your deposit limit, this is pretty instant. However, should you want to increase your deposit limits then this request will take seven (7) days to process, which should give you enough time to think about your decision.
Can I remove my deposit limit?
Yes you can. Removing such a limit will take seven (7) days to be activated on your account.
Getting in Touch
I have some ideas and feedback I’d love to run by you. How do I get in touch?
Whether it’s a question, feedback, or a pretty neat idea, we’re always thrilled to hear from you. Feel free to get in touch with us directly via firstname.lastname@example.org in order for us to forward your comments to the respective department
I sent you guys an email, when should I expect a reply?
YakoCasino’s Customer Experience Centre is available from 9:00 to 24:00 CET, seven days a week. Our support team always strives to answer incoming emails as quickly as possible, but as you might imagine certain issues take more time than others sometimes. If you’ve made use of our online contact form, please make sure that you’ve inputted your email address correctly in order for us to be able to get back to you. Keep in mind that you can also contact YakoCasino by phone and via Live Chat.
How can I know that all casino games are fair?
In order to offer you the premium experience you deserve, YakoCasino only offers casino games from large, recognised and trusted casino software providers. We also make use of this really cool system known as an RNG (Random Number Generator) for all our casino games. As the name implies, this system generates random numbers -- for both free and real money games alike. All of our systems have been officially tried, tested and approved by an accredited third party.
How can I be certain that YakoCasino provides fair gaming?
YakoCasino guarantees 100% fair casino provisions. We use a Random Number Generator (RNG) for all of our online casino games, where all payout percentages are displayed.
What’s a Random Number Generator?A Random Number Generator (RNG) is a computer programme which randomly produces the game results.
- The RNG generates the result for every dice roll and card deal without any unrealistic duplication (such as two identical cards being dealt at the same time).
- These results cannot be predicted and are subject to games rules.
- The RNG operates completely randomly and its results cannot be manipulated.
How can I be certain that the Random Number Generator (RNG) is reliable?
- The RNG is composed of a large set of mathematical equations known as algorithms. These conform to the highest industry standards.
- Our RNG is governed by our licensing agreement.
- RNG testing involves a sequence of three hundred million numbers to ensure optimal functionality.
- The RNG is thoroughly tested repeatedly on an ongoing basis to make sure that we offer the fairest gaming environment possible to all our players.
How do I know the casino will not manipulate the RNG?The RNG never will, and cannot be manipulated, and here’s why:
- We’d lose casino members if we didn’t provide a fair gaming environment.
- Online casino players would be able to use set patterns to their advantage, to the detriment of the casino.
- Internet hounds would swoop down on us and leak this information which would be harmful to both our product and our reputation.
- It is in our best interest to keep our gaming environment completely unbiased.
- These same codes are used during money transfers between banks, especially with international wire transfers. Banks also used the codes for exchanging other messages between them. The SWIFT code consists of 8 or 11 characters.
Is it possible to play for fun instead of real money?
Your wish is our command! Enter our YakoCasino lobby, select your preferred game and move your mouse over your preferred game. Select ‘Play for Fun’ and sit back and relax – your wish is our command!
How can I find out the name of the game provider?
Whenever a game loads, the game provider’s name and logo generally appears before the game starts. If you are unable to figure out the name of the game provider, but would like to know it anyway, please get in touch and we’ll sort it out.
When will I get my Casino winnings?
Winning is the best part of the game! In most cases your winnings will appear in your balance instantly. If you’re taking part in a tournament, winnings will be made available once that is over.
I can’t seem to find the last casino game I played. Could you help me?
In order to help you out we’ll need to know the name of the game, the approximate time you played as well as how much you staked and won in that particular game. Sending a screenshot would be incredibly handy, but of course we do understand that it is not always possible.
Where has my account history been saved to?
Once you’ve successfully logged in, click on ‘My Account’ and choose the ‘My Transactions’ tab. Here you’ll be able to see any pending withdrawals and other transactions.
I won after a gamble session but haven’t received any money yet. Where are my winnings?
Some games have a Gamble featured enabled. When you accept the gamble after receiving winnings, you are automatically putting them at stake. Please take a look at ‘My Account’ and then access ‘My Transactions’ and it should all be there – if you still require more help, please do not hesitate to get in touch via email, phone or live chat.
Please note that if any wagering requirements are left you will not be able to withdraw your winnings straight away, and cash won will only appear as a bonus balance rather than actual withdrawable funds.
I won big but got logged out due to inactivity. What happened to my bonus / free spins?
Whether you were jumping for joy, calling a friend, or simply refuelling on peppermint tea, our system will log you out after some time for security reasons. However that’s perfectly fine, your progress is always automatically saved and any bonuses or free spins awarded during that gaming round will start off from the same place once you log back in – yay!
Where can I find the game rules?
All games have an “i”, “?” or “Paytable”. You will find information related to any game rules while clicking on any of these symbols – go on, give it a try. Where can I find a list of all the games available on YakoCasino? Log in and enter the Lobby. You can access the menu on the top left corner of the screen and then select ‘See All Games’ in the dropdown menu.
What is a Paytable?
A Paytable will display all potential winnings for all combinations, symbols and winning lines. You will also be able to find out all about free spins, scatters, multipliers, wild and bonus rounds from here.
What about Auto play?
Sometimes, setting Auto play is just what you need. In this case all you need to do is select how many consecutive rounds you’d like to play – this is normally fixed to 10, 25, 50, 75 or 100 rounds.
How can I stop auto spins?
Simply press ‘Stop’ at any moment to stop auto spins – who would have ever thought!
What do you mean I can choose levels?
When you move up a level you are automatically multiplying your stake – which in turn multiplies your winnings. For example, if you play 25 lines at €0.05 with a total bet of €1.25 and win €50, your total winnings will be €50 in total. If, on the other hand, you stake €0.05 and opt up one level with a total bet of €2.50 your winnings will be doubled to €100.
Why don't I win on all lines when choosing 1 line?
If you only choose 1 line, then you will only win on that particular line. For instance, if you place a bet on a particular horse participating in a race, you won’t win if any other horse wins. The more horses you bet on, the higher your chances to win are. Slots are pretty similar in that way; the more paylines you choose, the higher your chances of bagging a winning combination.
May I see the different bet limits on the roulette tables in Live Casino, please?
Casino Royale and Casino Grande. Enter the Roulette table and hover over the bet spot – a little window will appear indicating min and max bets for that spot including single, street bets, min-max bets and so on.
How many decks are there in Blackjack?
Click on the question mark icon ‘?’ on each game and access this information from there.
Are coins and cash the same thing?
When you’re playing for real money, your line stake pretty much determines your coin value.
Let’s say for example that you’ve just won 100 coins when playing €0.05 per line. In that case your total winnings would be €5. Similarly if you win 100 coins on a €0.50 payline you will be rewarded with €50.
I won but didn’t get my winnings – what’s going on?Our Customer Experience Agents are not only charming and incredibly good looking, but also excellent negotiators. Please get in touch with one of our dudes via email on email@example.com let them know the following information in order for them to battle this out for you:
- Time of play – date, hour and minutes
- Name of game
- Bet value
- Win value
Winning the jackpot would really make my day – how do I play?
Access the Jackpot tab in our menu on the left of your screen and take a look at the games available there. Pick a game with a fixed or progressive jackpot and familiarise yourself with the rules of the game before you get comfy and sit down. Pick your paylines, place your bet – and may the force be with you!
Best day ever! I won the jackpot – what happens once I stop jumping for joy?
First of all – congratulations! We’re in the process of getting in touch by email using the same address you used to register with us on YakoCasino. There you will find details regarding payouts in order to get your big winnings transferred securely to your specified account.
What’s the difference between winning bonus rounds and free rounds?
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